Disney World Service Review 2025: Paying More but Getting Less?
If you’ve been following the blogs and vlogs, you already know we’re huge Disney Parks and Resorts fans. I’ve been visiting the parks since I was 8 years old, and I took Heidi for her first trip in 2016. Back then, Disney was known for a very high level of service, and honestly, that was a big part of why Heidi and I decided to become DVC members.
Since the parks shut down during the pandemic though, it really feels like you’re paying more and getting less — and that includes the level of service.
We’re also avid travelers, and one of the places we visit most often is Las Vegas. Vegas is a hospitality-driven town. People make their living providing great service, and because tipping is such a big part of that culture, service is usually good if not excellent. Disney service used to feel on par with — or even above — what we experience in Vegas. These days, that’s getting harder to say.
Our last Disney trip was over the 2025 Christmas holiday, and honestly, during an entire week there were only two interactions with cast members where the service felt like the Disney standard we used to expect. Families (ours included) spend a lot of money on a Disney vacation, so naturally you expect the service to match. Instead, we ran into quite a few employees who seemed disengaged, out of place, or like they’d rather be somewhere else.
I don’t know if it’s generational — many cast members we interacted with seemed to be in their 20s or early 30s — but the lack of effort at some of the resorts was surprising. Overflowing trash bins have become way more common than they used to be. The trash can in the Rock ’n’ Roller Coaster queue is a perfect example; I can’t count how many times I’ve walked by it completely overflowing. We also noticed trash in ponds and lagoons around the property more than once, which just isn’t something you used to see.
Restaurant service has been another area of concern. We had several servers who came across as outright rude. One example was at The Boathouse. We had a party of 10 with reservations booked 60 days out. We waited about 15 minutes past our reservation time — which honestly wasn’t a big deal — but when we were finally seated, the table only had eight chairs. When we pointed that out, the response we got felt more like annoyance than an apology, almost as if we were inconveniencing them by having the exact party size we reserved for.
And this isn’t just a one-trip observation. Back in July 2025, we stayed at the Grand Floridian, which had always been a bucket-list resort for us. Unfortunately, that stay was disappointing enough that we probably won’t return. If you want the full story, I included the video from that trip below.
To be fair, this may not all be on the cast members themselves. It feels like Disney as a company has shifted toward removing decision-making from frontline employees. A good example is restaurant check-in now — everything runs through iPads or the app. We checked in at both Geyser Point and Top of the World Lounge when they were nearly empty. Instead of just seating us, they had to collect all our info and wait for the iPad to tell them where we could sit. So there we were, standing awkwardly while looking at a mostly empty restaurant, joking about waiting for a machine to give permission. It just feels unnecessarily impersonal.
That said, I absolutely want to highlight the cast members who did go above and beyond, because they deserve the recognition.
First is Audra at Crew’s Cup Lounge at the Yacht Club. She’s genuinely one of the nicest people you’ll meet — super bubbly and clearly loves what she does. Heidi wasn’t feeling great that evening, and without us asking, Audra overheard our conversation and brought over a bartender’s remedy drink made with bitters and soda. Totally unsolicited, just her wanting to help. That’s the kind of Disney magic we remember.
The second shoutout goes to Manuel at Citricos in the Grand Floridian. We didn’t have dinner there but stopped in for cocktails at the lounge. Manuel’s service was exactly what Disney service used to feel like — attentive without being overbearing, personable, and professional. Honestly, it rivaled (and probably exceeded) service we’ve had at some fine dining spots. If you stop by Citricos, definitely ask for him.
At the end of the day, we still love Disney. That hasn’t changed. The parks, the resorts, and the memories we’ve made there are a big part of our lives. But it’s hard not to notice the shift in service over the past few years, especially when you compare it to how things used to be.
I’m hopeful this is just a phase — whether it’s staffing challenges, corporate direction, or something else — because when Disney gets it right, there really is nothing else like it. And those standout cast members like Audra and Manuel prove that the magic is still there. It just needs to become the rule again instead of the exception.
